Advice and information charities have made a seismic shift from frontline in-person services to online channels during the Coronavirus outbreak.
In this podcast, Ross McCulloch and Maddie Stark chat through highlights from our Zoom call with Stuart Pearson and Kate Wallace, who talk us through the culture shift required to move advice and information online, looking at best practices in how advisors now work with service users online.
We highlight some of the digital tools and channels used including how online self-help such as website content, bots and more is an integral part of the jigsaw.
Speakers:
Stuart Pearson, Chief Digital Officer, Manchester Citizens Advice Bureau.
Stuart explores how Manchester CAB uses a variety of tools for online advice and information, including Twilio, SMS, WhatsApp, Facebook Messenger and bots.
Kate Wallace, CEO, Victim Support Scotland.
Kate joined Victim Support Scotland as Chief Executive Officer in 2017. Prior to VSS, Kate led Visualise Scotland, a service delivery charity that provides services to people living with disabilities and complex needs from across Scotland. Kate is talking about the move to delivery service model, and live chat.
Key resources from this week include:
SCVO Information on Service Design
We Are With You (Formerly Addaction)
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You can find the main COVID-19: Digital service delivery for charities hub here.
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